About the role

This position is responsible for managing and resolving customer complaints within established frameworks and service standards. The role focuses on delivering fair, timely, and customer-focused outcomes while supporting complaint investigations, stakeholder engagement, and issue resolution.

Key Responsibilities
Manage end-to-end customer complaints of low to moderate complexity in accordance with internal procedures, service standards, and regulatory requirements
Investigate complaints by gathering information, assessing evidence, and working with relevant stakeholders to reach fair and consistent outcomes
Communicate with customers professionally and empathetically, ensuring expectations are managed and outcomes are clearly explained
Maintain accurate case records, documentation, and complaint correspondence within required systems
Escalate complex, high-risk, or sensitive complaints to senior team members where appropriate
Identify recurring issues and contribute insights to support complaint trend analysis and process improvement initiatives
Build effective working relationships with operational stakeholders to support timely complaint resolution




Contribute to a positive customer experience through adherence to quality standards, compliance obligations, and complaints handling best practice.

Transferrable skills
Experience in customer service, complaint handling, dispute resolution, case management, or a related customer-focused setting
Ability to investigate complaints, gather relevant information, assess facts, and apply sound judgement to achieve fair and timely outcomes
Robust verbal and written communication skills, with the ability to communicate effectively and professionally with customers and stakeholders
Demonstrated ability to manage difficult conversations with empathy, professionalism, and resilience
Ability to work collaboratively with internal stakeholders to facilitate complaint resolution and positive customer outcomes
Proficiency in Microsoft Office applications and experience using customer, complaint, or case management systems
Understanding of customer service principles and a commitment to delivering positive customer experiences

Why SG Fleet?

Learn more about SG Fleet's employee value proposition -
J-18808-Ljbffr

📌 Complaints Resolution Specialist Sydney
🏢 SG Fleet AU
📍 Sydney